The Energy Ombudsman has reached a major milestone, handling its one millionth complaint, which involved a mother left without electricity and gas heating for three days in December 2025. Eva from London was disconnected by her supplier during a smart meter installation due to safety concerns, despite undergoing cancer treatment and caring for young children. The supplier failed to provide adequate support, forcing Eva to arrange and pay for repairs herself.
Compensation and Apology
Following an investigation, the Energy Ombudsman required the supplier to reimburse £240 for emergency call-out fees, apply a £350 goodwill credit to Eva's account, and provide a formal written apology. However, some costs for the electrician were deemed Eva's responsibility.
Eva said: "It was incredibly stressful being left without gas or electricity for days in the middle of winter, especially when no one stepped in to help. Energy Ombudsman made a huge difference. They stepped in quickly, kept me informed throughout, and made sure things were put right."
20 Years of Service
The Energy Ombudsman launched as a voluntary organisation in 2006 and was appointed by Ofgem in 2008. It provides free, independent support for unresolved energy complaints. In its first year, it handled just 2,312 billing complaints, rising to a record 123,000 cases in 2023, reflecting market pressures and increased consumer awareness.
Ed Dodman, chief ombudsman at Energy Ombudsman, said: "When people come to us, it's often because they've reached a deadlock and don't know where else to turn. Being able to step in to resolve disputes and build trust, delivering the best outcome for everyone, is what really defines the value of independent dispute resolution."
Reforms and Future Support
Reforms announced on June 17 by the Department for Energy Security and Net Zero (DESNZ) will improve access to the Ombudsman, including reducing the complaint escalation timeframe from eight weeks to six weeks and compensation for consumers when remedies are not implemented on time.
Martin McCluskey, Minister for Energy Consumers, said: "The Energy Ombudsman provides a key service, and we are making it even stronger, introducing new measures so households can get fairer, faster compensation in the energy market."
Gillian Cooper, director of energy at Citizens Advice, said: "We value our collaboration with Energy Ombudsman, and the opportunity to deliver on our shared vision for better consumer outcomes. It plays an important role in addressing consumer complaints and supporting confidence in the sector."
How to Raise a Complaint
Before contacting the Energy Ombudsman, consumers must first complain to their energy company. They have eight weeks to resolve the issue. If a deadlock letter is received or eight weeks pass, consumers can register a dispute with the Ombudsman for free via website, post, email, or telephone.
If the Ombudsman's decision is accepted, the energy company must implement remedies within 28 days. For more information, visit www.energyombudsman.org.
